Retail Banking Performance Manager
hace 10 días
La Crosse
Job Description Bring your leadership, energy, and banking expertise to a place where you can truly shine. At State Bank Financial, we’re searching for a forward‑thinking banking professional to help steer our retail banking team and partner with the Chief Retail Banking Officer to drive strategy, strengthen relationships, and achieve ambitious goals. Position Summary This role provides strategic and operational support to the Chief of Retail, ensuring efficient management of retail banking operations, compliance adherence, and exceptional customer experience aligned with our Culture of C.A.R.E. Essential Job Functions • Retail Oversight & Leadership, • Assist the Chief of Retail in managing and overseeing the retail banking team to achieve organizational goals., • Administrative & Compliance Support, • Provide administrative support to the Chief of Retail, ensuring adherence to all compliance regulations, bank policies, and procedures., • Maintain the highest level of customer satisfaction in alignment with our Culture of CARE., • Program Ownership & Partnership, • Collaborate with key stakeholders to oversee and/or manage:, • Core system platforms (Teller, Deposit, Deposit Origination), • Online lending solutions, • BSA program and monitoring software, • New account fraud monitoring software, • System Improvement & Testing, • Recommend and review system enhancement requests from frontline employees., • Participate in user groups, work with software support teams, and test software upgrades for functionality, identifying and resolving issues., • Cross-Functional Liaison, • Serve as a subject matter expert for deposit origination, teller, and consumer lending platforms., • Act as a liaison between Market Leadership, Lines of Business (LOBs), and operational departments to drive process improvements and efficiencies., • Consumer Lending, • Perform origination and underwriting of consumer loans in compliance with bank standards., • Issue Resolution, • Ensure timely and professional resolution of branch inquiries and operational issues., • Respond to inquiries or escalate appropriately, providing thorough follow-up with customers and staff., • Security & Risk Management, • Ensure implementation of security measures to protect customer deposits and bank assets., • Audit & Documentation, • Evaluate branch documentation, retail audit checklists, and follow up with employees for proper completion., • Maintain consistent documentation and recordkeeping for internal and external compliance., • Regulatory Compliance, • Maintain knowledge of regulatory requirements and internal bank policies., • Collaborate with Risk and Compliance teams to implement regulatory changes and maintain controls., • Process Development, • Develop and update consumer loan, new account, and teller processes and procedures., • Implement standardized operating procedures to ensure consistency and efficiency across the retail network., • Training & Development, • Educate retail staff on bank products, services, protocols, and operational processes., • Design and execute innovative learning and development programs to promote employee growth, engagement, and performance., • Sales Leadership, • Actively lead and coach team members in cross-selling and referring banking products and services to meet customer needs, enhance satisfaction, and drive business growth., • Campaign Coordination, • Represent the bank in community and civic events to enhance visibility and promote offerings. Serves on bank committees as needed. Strong working knowledge of MS Office products; ability to effectively utilize State Bank Financial operating systems. Utilizes a variety of office equipment including computer printer, calculator, fax/scanner/copier, and multi-line telephone. Education and Experience Associate or bachelor’s degree preferred. Previous banking, lending, and customer service experience required. Other Skills and Abilities Must possess ability to maintain the integrity of highly confidential customer and Bank information; legible handwriting; effective problem-solving skills. Must have ability to be bonded to obtain Notary certification, and NMLS certification. Competencies • Respect & Community according to our Culture of CARE:, • Establishes and maintains respectful and cooperative working relationships., • Demonstrates respect for individuals in all forms of communication., • Supports team and bank goals and objectives., • Demonstrates respect for a positive, diverse work environment and bank community., • Handles interpersonal conflicts constructively., • Initiative: Takes action, seeks new opportunities, strives to see projects to completion., • Communication: Communicates well (written and verbal), delivers presentations, has good listening skills., • Product Expertise: Knows product features, understands marketplace, shares expertise with others., • Learning and Development:, • Constructively uses feedback from multiple sources., • Seeks new challenges and increased responsibility., • Demonstrates willingness to try new approaches. Communication: Shares information, expresses ideas so they are understood, listens actively to information presented by others, keeps all parties informed Associate Experience: Associate regularly treats co-associates with Respect and Integrity, is a Champion of excellence in their work, and has an attitude of Humility (RICH). Recognition & Development: Seeks new challenges and increased responsibility, seeks and participates in learning and development opportunities, recognizes co-associates for their contributions. External Customer Experience: We gain insights into our customer needs by identifying opportunities; build and/or deliver solutions that meet or exceed customer expectations; establish and maintain customer relationship. Working Conditions Work is performed largely in an office environment, during normal business hours. Deadline pressure is an integral part of the job. Regular mental and visual concentration for computer usage and reading/assimilating complex and technical compliance information is required. Position will alternate between walking, sitting, standing, stooping, bending, and occasional lifting up to 15 pounds of office supplies and/or documents throughout work shift. Employees with disabilities must meet qualification standards that are job-related and consistent with business necessity and must be able to perform the “essential functions” of the position, with or without reasonable accommodation. Acknowledgement: I understand that this job description describes the general nature and level of work performed by associates assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job and does not create an employment contract. I also understand that I may be required to perform other job-related duties as requested by Management. All requirements are subject to change over time, within management’s sole discretion, and to possible modification to reasonably accommodate individuals with a disability.